Concern $(1/4)$

Possible Solutions

$(2/4)$

Focus on the Future

Closing $(4/4)$

$(3/4)$Identifying Components of a Bad News

Message

Most effective bad$-$news messages contain a variety of components. Indirect bad$-$news messages contain the following components in

this order: greeting, buffer, rationale for the bad news, the bad news, an expression of concern, an explanation of impacts on the bad$-$

news recipients, possible solutions and a focus on the future, an expression of goodwill, and a closing.

Assume that you manufacture and sell exercise equipment. A customer recently purchased an elliptical from you. He sent a message

requesting the replacement of a broken pedal. The parts warranty is for three months. The customer's message was sent to you four

months after the purchase, so the warranty is no longer in effect. You will write a message to him denying his claim.

Group each statement by the components of a bad news message that they represent. Move each label to the correct drop zone box.

The notes button next to a label provides more information.